Genesys Cloud CX is a suite of cloud-based services for enterprise communications, collaboration, and customer experience management.
The current Genesys Cloud Integration uses the Genesys Cloud API to provide near real-time ingestion of audio files created by the Genesys system.
Please note: Genesys Cloud CX integration with SBC recording and Genesys Cloud CX integration with AudioHook recording are not currently supported.
For a general description of Verba Import sources, please refer to Import sources.
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- *.*.*.amazonaws.com on port 443.
- HTTPS Genesys Cloud API Authentication URL and port 443 from the VFC server or via the Proxy if required.
- HTTPS Genesys Cloud API URL URL and port 443 from the VFC server or via the Proxy if required.
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Configuration Item | Description |
|---|---|
| Name | Name your Import Source. This name will identify the source across the system. |
| Type | Select Genesys Cloud Import Source. |
| Client Id | Mandatory value copied from the Genesys Cloud OAuth Integration. |
| Client Secret | Mandatory value copied from the Genesys Cloud OAuth Integration. |
| HTTPS Genesys Cloud API Authentication URL | Mandatory Genesys URL used when the Import Source obtains the Access Token, for example: https://login.usw2.pure.cloud. Full list available at: https://developer.genesys.cloud/platform/api/ under Auth Server Customer firewall team must enable access to this URL and port 443 from the VFC server or via the Proxy if required. |
| HTTPS Genesys Cloud API URL | Mandatory Genesys URL used when the Import Source interacts with the Genesys API, for example to obtain user information. For example: https://api.usw2.pure.cloud Full list available at: https://developer.genesys.cloud/platform/api/ under API Server Customer firewall team must enable access to this URL and port 443 from the VFC server or via the Proxy if required. |
| TLS Certificate File / Thumbprint | Optional certificate file / certificate thumbprint used for the Genesys Cloud connection. If not configured, the server certificate will be used. For more information see Server Certificates |
| TLS Key File | Optional file system location where the certificate key is stored. |
| TLS Key Password | Specify the password for the file that contains the certificate keys. |
| TLS Trust List | Certificate chain (or Chain of Trust) is made up of a list of certificates that start from a server's certificate and terminate with the root certificate. If your server's certificate is to be trusted, its signature has to be traceable back to its root CA. |
| Forward Proxy Address | Optional. IP address or FQDN of the forward proxy. When defined, the system will connect through a forward proxy. |
| Forward Proxy Port | Optional. The port of the forward proxy. |
| Forward Proxy Username | Optional. Username for basic authentication for the forward proxy server. |
| Forward Proxy Password | Optional. Password for basic authentication for the forward proxy server. |
| Transcoding by Genesys | Mandatory codec selection. Genesys transcodes to the specified codec before delivering audio to the Import Source. |
| Recording Timezone | Mandatory Import Source timezone as all Genesys times are in UTC. This ensures recordings are presented with the correct time. |
| Recording Start Timestamp | Mandatory. Timestamp of the earliest Genesys content to be ingested. This can be a timestamp in the past, e.g., 2020, if historic Genesys content is required to be ingested. The Import Source will gradually catchup with real-time as it is run by successive Data Management Policies, but will take longer to catch up depending on the number of historic recordings, the Maximum Recording Length and Availability Delay. In the case of mass historical ingest, it is recommended to set the Maximum Recording Length to a large number, e.g., 999 and reduce the Availability Delay to a small number, e.g., 10 minutes. Once the ingestion has caught up, adjust each of these parameters to their correct operational values. |
| Genesys Cloud Maximum Recording Length (minutes) | Mandatory. Maximum length of Genesys content to be ingested. Content exceeding the maximum length may not be ingested or an alert generated. |
| Genesys Cloud Availability Delay (minutes) | Mandatory. Maximum time the import source waits for Genesys content to become available for ingestion. If the content is not available after this time, it may not be ingested or an alert generated. |
| Genesys Cache Lifetime (minutes) | Mandatory time to store Genesys user information for performance reasons within the Import Source before it is automatically refreshed. |
On Completion Delete Recordings Stored in Genesys Cloud | Optional to make Verba the single recording source for search, replay, archive and analysis. |
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In the event of failure to ingest Genesys content, resilience is provided by the retry buffer. This contains VFC CDR files in XML format that failed to be ingested and must be retried. The Genesys import source automatically adds a batch of up to 25 of these files to the current ingestion each time it runs. Once added, the XML file is removed from the retry buffer, but will automatically be re-added should the ingestion fail again. If the CDR is successfully ingested, it will appear in the ingestion status report alongside the other content. Files can be manually added or removed to the retry buffer if required for troubleshooting purposes. Retry buffer capability also enables the import source to track real-time as it enables historic failures to be retried.
Alternatively, if the Verba Import Service is required to be stopped for reasons of troubleshooting or maintenance, the manual procedure below must be used:
Step 1 - In the Verba web interface, disable the Data Management Policy associated with the Webex Import Source
Step 2 - Open windows explorer and navigate to Program Files\Verba\work\cdrimport\GenesysCloud\laststate\policyId_importSourceId
Step 3 - Open the policyId_importSourceId.cursor file in notepad - it is one line and will look similar to:
c84f2f698fc9d64d64ed161d87b00c25_I_251182078220051266_19d0243a-9fd0-11d1-ac11-13453884b96c;2023.02.02 07:00:00.000
Step 4 - Set the timestamp to a date and time before the failure ensuring this timestamp plus the import batch duration and the recording lag is less than the current timestamp and then save the file.
Step 5 - Re-enable the Data Management Policy associated with the Genesys Import Source
8. Folders used by
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the Genesys Cloud Import Source
| Folder Location | Purpose |
|---|---|
| Program Files\Verba\work\cdrimport\GenesysCloud\work\policyId_importSourceId | Encrypted Token storage, temporary Genesys Cloud content download. |
| Program Files\Verba\work\cdrimport\GenesysCloud\laststate\policyId_importSourceId | Cursor file containing current import status so that import source can be stopped and restarted from previous Recording Start Timestamp value. The cursor file also contains the conversation identifier of the last ingested Genesys Cloud content for monitoring and troubleshooting purposes. |
| Program Files\Verba\work\cdrimport\GenesysCloud\retryBuffer\policyId_importSourceId | Contains VFC CDR files in XML format that failed to be ingested and must be retried. The import source automatically adds a batch of up to 25 of these files to the current ingestion each time it runs. Once added, the XML file is removed from the retry buffer, but will automatically be re-added should the ingestion fail again. If the CDR is successfully ingested, it will appear in the ingestion status report alongside the other content. Files can be manually added or removed to the retry buffer if required for troubleshooting purposes. Retry buffer capability also enables the import source to track real-time as it enables historic failures to be retried. |